Desktop Support Technician

2 weeks ago

Livermore, United States Encantado Technical Solutions Full time

Overview:
Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 - $700 million Third-Party Telecommunications and Information Technology Support Services contract with a National Laboratory. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.

Provide end-user support with processes for managing and delivering services that are ITIL® conformant. Resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. Provide tactical-support personnel for the services described below.

**Responsibilities**:
**Responsiblities**:

- Provide end-user support with processes for managing and delivering services that are ITIL® conformant.
- Resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment).
- Additionally, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
- Provide tactical-support personnel for the services described below.

**Duties**:

- Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met-or.
- Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring mínimal recurrence of problem (rework)
- If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
- Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits
- Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
- Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
- Appropriately document all required information into the ticketing system.
- Ensure system is appropriately secured (case is locked, system password protected, etc.).
- Complete site specific, preventative maintenance checklist.
- If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
- Partner with team members to communicate new solutions and assist other technicians when call volume is low.
- Contribute to the knowledgebase (KB) through research of articles, training courses attended, on the job learning, etc.
- Strive to achieve & maintain knowledge of all applicable site procedures.
- Exercise appropriate workflow & time management.
- Other duties as assigned.

Qualifications:
**Requirements**:

- High School Diploma
- A minimum of three years of computer related support experience; recent experience is desired. This may include experience with PC Assembly, Imaging, PC/OS Testing, & Installation.
- Must possess good written & verbal communication skills
- You must be able to obtain & maintain a U.S. Govt. Security Clearance
- U.S. Citizenship is required, due to the nature & location of the work being performed

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.

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